20-01-2013 02:34 PM
my SS serial is: 21196941047 the number attached to it that isnt on my account and ends 805 has just had a msim swap done yesterday. could you re-sync the SS for me please as the sim still wont connect.
Do your store teams know of this issue? and if so shouldnt they be telling customers to re-sync the SS as this is really fustrating due to the poor signal in my area
22-01-2013 12:10 PM
Whilst they are aware that a SIM card change can affect the connection with the Sure Signal for a short time, in many cases the most needed is a simple factory reset of the box.
I have resynched the sure signal now, so can you please try a factory reset for me to ensure this is picked up?
pc99pc - Great news! thanks for letting us know!
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31-01-2013 11:12 PM
Just got a new iphone 5 today - can't connect to sure signal. I called 191 and aparently had the SS re synched then hard reset although i wasadvised wrongly how to do it! - still not picking up new phone (Changed from Micro Sim to Nano Sim). grateful if you could force a resync, serial number of my SS is 21222164879
01-02-2013 05:06 PM
Thanks for your post! Don’t’ worry, I’m sure we’ll get this sorted quickly
I’ve checked your serial number and your Sure Signal last updated in the early hours of this morning.
I’ve resynced this for you today so please complete this process by performing a factory reset.
Once the above has been completed, please put your phone into airplane mode and then back again and you should find that your phone connects.
03-02-2013 07:08 PM
Thanks for posting. Looking at your Serial, it seems your device updated last night just before midnight. I've performed a manual synchronisation for you so you'll just need to reset the unit to complete. If this doesn't work though, could you please use this troubleshooting guide and post back the template report.
03-02-2013 10:09 PM - edited 03-02-2013 10:13 PM
Thanks for the reply. Im not sure if this is the right template but here we go:
Confirm that the handset you are trying to get a signal on is a 3G device. - Its an iPhone 4S
Confirm that the number you are using has been added to your Sure Signal. - My number is not showing up as being added to my VSS, however, when I do try to add the number it tells me that it has already been added.
Test your SIM in another 3G handset. - I am unable to do this as I do not have any friends / family that have access to a vodafone phone that takes a micro sim, however, I have been to work today and received a full 3G signal all day without the need for VSS.
Has Your SIM recently been replaced? - Yes last night, over 24 hours ago. I have performed a reset of the VSS two times now with no joy. (one just recently after it was resynced) I have also de-registered the VSS and registered it again with no joy. Prior to the sim change the VSS was working perfectly.
Speedtest showing 57ms ping, 7.4mbps download and 0.66 upload.
Tracing route to cluster4.vap.vodafone.co.uk [18.104.22.168]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms SkyRouter.Home [192.168.0.1]
2 * * * Request timed out.
3 37 ms 39 ms 41 ms ip-89-200-131-111.ov.easynet.net [22.214.171.124
4 32 ms 39 ms 39 ms ip-84-38-37-142.easynet.co.uk [126.96.36.199]
5 33 ms 33 ms 33 ms bu4.gr10.telon.uk.easynet.net [188.8.131.52]
6 206 ms 47 ms 46 ms AMDGW1.arcor-ip.net [184.108.40.206]
7 193 ms 47 ms 59 ms 220.127.116.11
8 63 ms 62 ms 62 ms 18.104.22.168
9 * * * Request timed out.
10 * * * Request timed out.
11 * * * Request timed out.
12 * * * Request timed out.
13 * * * Request timed out.
14 * * * Request timed out.
15 * * * Request timed out.
16 * * * Request timed out.
17 * * * Request timed out.
18 * * * Request timed out.
19 * * * Request timed out.
20 * * * Request timed out.
21 * * * Request timed out.
22 * * * Request timed out.
23 * * * Request timed out.
24 * * * Request timed out.
25 * * * Request timed out.
26 * * * Request timed out.
27 * * * Request timed out.
28 * * * Request timed out.
29 * * * Request timed out.
30 * * * Request timed out.
VSS is still not working, lights indicate that it should be working.
within seconds of submitting my post i restarted my phone, everything seems to be working now . Thanks for the help.
15-02-2013 03:13 PM
My boyfriend has just had his SIM changed to a micro SIM and can no longer get any signal through SS box. I have tried the factory reset but this has not worked.
The S/N is 21228593493 so if there is anything you could do to force a re-sync of some kind, that would be great.
16-02-2013 03:53 PM
I've just resynched your Sure Signal for you and I've noticed that a location move alert has been triggered - are you using the Sure Signal at a different location, or have you changed your router?
Can you log in online and update the postcode - if it's still the same change it to a different one for about 10 minutes then change it back - reset your unit after this and let me know how you get on.
@Mr MoJo and xConorZz - I've resynched these for you now - give your Sure Signal units a reset and you should be fine.
17-02-2013 09:37 AM
I have also experienced the loss of SureSignal (original model) upon changing to an iPhone 5 and Nano Sim. I have tried the factory reset recommended earlier, but after two hours there is no connect. Please resync my Sure Signal. The serial number is 21229653551
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